United Kingdom
United States
Asia Pacific
Travel’s move online ‘at expense of customer service’
Travel companies have been accused of offering the worst online customer service in Britain.
In a poll of 100 leading organisations, the travel sector came out joint worst at delivering answers to straightforward questions such as about flight destinations, refunds and visa information.
Holiday and airline websites could only on average answer one question out of 10, with 40% unable to answer a single question online.
It also took an average of 66 hours to get a response to an email inquiry for information. One site took 149 hours to respond to an email. The research found that travel companies are taking 24 hours longer to reply to customer emails than they did last year.
The survey by software company Transversal found that holidaymakers are being “condemned to delays and frustration through a total failure to gte their most basic queries answered by travel websites.”
CEO Davin Yap said: “Holidaymakers looking for information information online are facing long delays even before they set foot in the airport.
“We were amazed to find that despite highlighting these issues last year, little has improved and in many cases travel websites have got worse.These results show that the travel industry’s move online is at the expense of customer service.”
Report by Phil Davies
Phil Davies
Tony from Gatto’s Pizza on Columbus’s Unique Pizza Trail
Sophia Hyder Hock on Global Social Inclusion in Tourism
Sustainable Tourism: Don Welsh on Community Values and Global Collaboration
Jane Cunningham: Enhancing European Engagement in Tourism
Kristin Dunne: Navigating Destination Strategy
Revolutionizing Mobile Connectivity: Boris Bijlstra on HUBBY eSIM
Capturing Glasgow’s Vibrancy: An Interview with Susan Deighan, Chief Executive of Glasgow Life
Lebua Hotel & Resorts: Rajan Khurana on Hospitality and Bangkok’s Charms
Sustainable Tourism and Growth: Insights from Chiravadee Khunsub from Tourism Authority of Thailand
Revolutionizing Travel: SmartSIM USA’s Dale Takio Unveils the Power of E Sims
TravelMole Interview with Hishan Singhawansa, Deputy CEO of Cinnamon Hotels & Resorts, Sri Lanka
Unveiling the Essence of Magari Tours: A Dive into Authentic Italian Experiences
EU airports bring back 100ml liquid rule
British Airways passengers endure 11-hour 'flight to nowhere'
CLIA: Anti-cruise demos could cause itinerary changes in Europe
Gatwick braces for strike
Co-pilot faints, easyJet flight issues ‘red alert’